Rules ›
Equality Act 2010
Duties toward customers with protected characteristics, including reasonable adjustments.
1,229banking decisions citing this rule
UKjurisdiction
The harms this rule produces
Issues most often decided in cases where this rule was cited.
| Issue | Decisions | Uphold rate |
|---|---|---|
| Support for vulnerable customers | 483 | 44.3% |
| Account closed or refused | 343 | 28.6% |
| Complaint handling | 212 | 46.2% |
| Service failure | 185 | 53.0% |
| Funds blocked or frozen | 145 | 33.1% |
| Treatment in financial difficulty | 85 | 30.6% |
| Mortgage administration | 84 | 32.1% |
| Credit file reporting | 81 | 43.2% |
| Identity checks and access | 65 | 29.2% |
| Irresponsible lending | 56 | 33.9% |
| Charges and fees | 43 | 34.9% |
| Card dispute or chargeback | 40 | 32.5% |